2006
SYMPOSIUM
Customer-Supplier Relationships
Early Bird Registration: Register for the CSD Symposium by December 15, 2005
Save $100 off of the registration cost!
To ensure a highly interactive experience, there is a limit of 125 delegates for this event.
Disney’s Paradise Pier® Hotel
Disneyland® Resort – Anaheim California
February 1 – 2, 2006
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Symposium Objective
A wave starts as a small ripple on the ocean’s surface, far out to sea. As it gets closer to shore it rises up with immense power and
opportunity. If you are there and prepared to take advantage of it, you can go for the ride of your life. If unprepared, you could “wipe out”
by reacting to rather than anticipating change. The same is true of Customer-Supplier relationships. Please join us in preparing to take
advantage of the opportunities being presented by the wave of change that is coming our way!
Concepts, qualities, and characteristics that were once in-house and on-site are being moved and dealt with far from the home office.
As customers, we expect our suppliers to become active and fully participative in our improvement efforts. And as suppliers to our own
customers, they expect the same of us. We need to be vigilant in scanning the horizon, looking to our suppliers, our customers, our
peers, and often times our competition to identify trends and opportunities at their earliest stages so we can catch the curl and ride the
wave with some degree of control.
Realizing the huge effect of customer and supplier management on productivity and overall value, the American Society for Quality’s
Customer-Supplier Division will conduct a Symposium on customer-supplier relations. Planned for February 2006, the event will occur
in Anaheim, California and will focus on leading-edge methods for supplier development and customer satisfaction. The symposium will
use a facilitated discussion approach, with lots of team tools. All delegates will be active participants as we probe, discuss, and capture
the present state and future direction of topics, such as:
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Lean supply chain implementation
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Meaningful communication with both customers and suppliers
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Continually changing and unique customer demands
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Creation and maintenance of trust amongst all parties
Our goal is to provide you with a collaborative opportunity that helps you to learn it today and use it tomorrow!
Tuesday, January 31
Symposium-at-a-Glance:
Optional Pre-Symposium Events (extra charge) – Choose from:
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Tour of Alcon Laboratories, Inc. to see a state-of-the-art Lean Supply Chain implementation in action
Full-day course covering an Introduction to Supplier Management
Full-day course on Transformational Leadership
Full-day course on Designing Customer Satisfaction Surveys
Tuesday Evening Networking Reception – 6:00 – 8:00 p.m.
As part of your participation in the Symposium, you are cordially invited to a Networking Reception. Enjoy some Disney magic in the lovely
San Diego Room of the Paradise Pier® Hotel. Join us for a relaxing evening over wine and hors d’oeuvres!
Symposium Discussions (Delegates will have the opportunity to participate in all discussions):
Session 1: Introduction to the Quality Café – The Future of Quality
Facilitated by Paul Borowski, Executive Director, Chief Strategic Officer for ASQ
This café experience session will focus on exploring the future of the global quality movement. Participants at the symposium will be able to
delve into the changing landscape of quality and the implications it may have for them. Café discussions are a great tool for “instant” crosscommunication on many levels. This session will break the ice and set the stage for the entire symposium.
Wednesday, February 1
Session 2: Feedback for Action!
Translating the Voice-of-the-Customer
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Why do customer feedback initiatives fail to drive desired improvement?
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How can we move from mountains of data to actionable information?
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What are the characteristics of effective / best methods for collecting, organizing, analyzing and responding to what we hear from our
customers?
How can we make Supplier communications more meaningful?
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What are the important supplier performance metrics? How they are measured? How is the data captured?
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How subjective criteria are converted to actionable information?
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How the performance information is communicated?
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What results are expected? What's in it for the supplier?
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How can we react quickly to our changing customer demands and best utilize our suppliers as part of our development process?
Session 3: Give ‘em what they want!
Mass Customization: Challenges and Opportunities
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How can we react quickly to our changing customer demands?
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How can we use our supply chain to help rather than hinder this reaction process?
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How do we deliver high performance products and services in a Burger King, "have it your way” world?
Where does R&D Fit?
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What are the benefits of involving suppliers in the early product development stage?
How do we break through to true concurrent R&D with key suppliers so that early supplier involvement in new product development
becomes standard practice?
What can we do to facilitate the process of early supplier involvement?
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Symposium-at-a-Glance:
Session 4: Value rules!
Leveraging the Entire Supply Chain
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How can entire supply chains be leveraged to benefit each member of the chain?
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What are the current best methods of addressing the extended supply chain?
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What are the current best methods for building customer-supplier relationships more quickly?
Thursday, February 2
Price Versus “Cost of Doing Business”
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How do you determine the “total” cost of doing business with a supplier?
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How do we accurately determine the total cost of doing business so that better supplier decisions can be made?
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How can we better communicate the true cost to others throughout our organization?
Session 5: Trust me!
A major component of a leading edge customer-supplier relationship is a deep level of trust.
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What do transformative relationships look like and how to produce such relationships within a short period of time available? What are
the criteria for attaining and maintaining high levels of trust between customers and suppliers?
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What constitutes a breach of trust? How to recognize something isn’t right in the relationship.
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When a Supplier or Customer is not trustworthy, what actions can be taken to quickly turn around the relationship? What actions can be
taken to either build the relationship back or have an amiable separation?
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What are the truths about the psychology of persuasion? Getting people to ‘yes’ with integrity?
Session 6: Get LEAN!
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What are the key ingredients of a “lean supply chain”?
What does it take to effectively implement a lean supply chain?
Where should inventory be kept if at all?
What are the most important first steps to take to make the lean supply chain journey successful?
Are there situations where Lean Supply/Just-in-Time is not appropriate?
What communication and information systems are necessary to make a lean supply chain process effective?
What are the biggest risks when going from traditional inventory management to lean?
Optional Post-Symposium Events (extra charge):
Disneyland® park – 2-Hour Behind the Scenes Tour – How Does the “Happiest Place on Earth” Manage Suppliers
and Create Customer Satisfaction?
Friday, February 3
Don’t miss the opportunity to see what goes on behind the scenes to create total customer delight. You will get the rare opportunity to see
what it takes to bring together a complex supply chain from an inside perspective.
Team Park Challenge - Build the “Best Disney® Theme Park”– Facilitated by the Disney Institute
Become part of a project management team, charged with building and operating a Theme Park. During this high-energy engagement, the
participants are challenged with a deadline, budget, and unique resources. Balancing attention to detail and the big picture, your team's
diversity of perspective and collaboration will result in the launch of a successful Theme Park operation. You can't get any more hands-on
than this! Disney’s team-building experiences will help you step outside your comfort zone. Not only will you have fun, you will learn the critical
success factors for high-performing teams in the process. The Disney Institute will stretch your communication skills and develop your
collective creativity, as well as help you recognize your achievements. Session limited to first 50 guests.
Disneyland® park or Disney’s California AdventureTM park Tickets – Group Rates
Saturday,
February 4
Or, simply enjoy yourself by spending the day at one of the world-famous Disneyland® Parks! We have group rates available for you and your
family! It’s the Golden 50th Anniversary of Disneyland® park—and the entire Disneyland® Resort is celebrating with the “Happiest
Homecoming On Earth” In Disneyland® park, new attractions are joining classic favorites. While footsteps away, in Disney’s California
Adventure™ park, they’re partying in the streets! And in the Downtown Disney® District, the entertainment, dining and shopping are better than
ever. Stay at one of the Hotels of the Disneyland® Resort and you’ll be right in the middle of the magic—and surrounded by all the fun and
excitement of this historic Disney celebration!
CSD Business Meeting – Big Sur Room, Disney’s Paradise Pier® Hotel – 8:00 a.m. – 12:00 noon
2007 Planning Meeting – Join us to make 2007 even more exciting!
Free continental breakfast provided to all who attend – RSVP during registration.
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PRE-SYMPOSIUM TUTORIALS
Designing Customer Satisfaction Surveys (Facilitated by Jeff Israel, Principal, SatisFaction Strategies, LLC)
Measuring customer satisfaction in a way that drives value for an organization requires a considered approach that goes beyond putting together a
survey and collecting data. Whether you deal with business or consumer customers; have been using customer surveys for years or are just getting
started, this offering is will help you realize the potential of Customer Satisfaction Measurement (CSM) at a high level.
Gain hands-on experience with the major keys to effective Customer Satisfaction Measurement:
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Learn about the six ways CSM surveys are developed and the three ways that work the best.
Increase CSM effectiveness by aligning questions and survey methods with desired outcomes and objectives.
Explore the value of creating a culture for service concurrently with (or prior to) implementing surveys and customer feedback.
Learn to map service delivery processes from your customers’ perspective, clarify expectations and increase satisfaction.
Discover how to capture customer requirements, design survey questions, and organize questions into an effective data collection tool.
Gain clarity on how to analyze survey results and transform data into useful information to better meet customer expectations.
You will receive a copy of Improving Your Measurement of Customer Satisfaction, Terry Vavra, (Quality Press) and a set of workshop materials.
Continental breakfast and luncheon included.
Session limited to first 40 delegates.
Implementing A Supplier Management Program (Facilitated by Linda Howe Garriz)
“Implementing a Supplier Management Program” is a one-day, fast-paced seminar designed for managerial or professional personnel who are beginning
the process of establishing a supplier management program. No previous knowledge of supplier management is required or assumed.
Topics that will be covered will include:
¾ Why is a supplier management program necessary?
¾ Where do we start to establish a supplier management program?
¾ Basic inventory of your existing supplier base.
¾ Supplier surveys and audits.
¾ Supplier selection and approval process.
¾ Communicating with your supplier.
¾ Tracking performance of your suppliers.
¾ Supplier improvement efforts.
¾ Statistical techniques for supplier management.
¾ Beyond the basics – supplier certification.
You will receive a copy of the Supplier Management Handbook, James L. Bossert, Ed. (Quality Press) and a set of workshop materials. Continental
breakfast and luncheon included.
Session limited to first 40 delegates.
Pack Leadership: Delivering Transformative Results (Facilitated by Stephen K. Hacker)
Leaders often become bogged down in the near term tasks just to keep the organization afloat. This offering is designed to re-engage leadership with
the job of strategic leadership and the creation of the organization of the future. Forming the vision, culture, processes and personnel required for the
future is a leadership mandate. But the skill to build an effective ‘hunting’ team is essential. At the end of this workshop, leaders will be equipped with
the mental models and approaches necessary for success and re-energized to once again take their team’s helm with confidence.
Course Content - Based upon the popular text, Transformational Leadership: Creating Organizations of Meaning, focus is brought to how the slippage
back to organizational management versus organizational leadership occurs. Participants are facilitated through a discovery process of their current
priorities…their true (not desired) expenditure of will.
The African wild dog is used to demonstrate key transformational leadership characteristics. Based upon original research conducted by members of
The Performance Center, these characteristics/skills have proven to form the basic building blocks of high performance leaders. Living examples of
significant and acknowledged transformational leaders are analyzed, and key leadership traits are highlighted in their stories. Participants will know what
to do to take their teams/organizations to the next level of performance.
Course Materials – Each participant will receive a course work book and the “Transformational Leadership: Creating Organizations of Meaning”. Quality
Press. 2004.
Session limited to first 40 delegates.
Alcon Laboratories, Inc. Plant Tour – Lean Supply Chain (Transportation and lunch included)
The Alcon Laboratories, Inc. Irvine Technology Center (ITC) brings together in one place the people, the technology and the resources needed to create
the world's foremost center for the development of ophthalmic instrumentation. The facility specializes in such diverse technologies as Ultrasound,
Ultrasonics, Optics, Electro mechanics, Electronics, Consumables, Diagnostics and Lasers. The facility is responsible for the research, development,
production and service of complex ophthalmic instruments that may consist of between 3,000 and 4,000 separate components. Since the range of
products and their various configurations offered is wide, the catalog master file consists of more than 27,000 individual parts and assemblies.
Join us at Alcon Laboratories for 4 hours of discussion and demonstration of Alcon’s Lean Journey, including:
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Supplier Quality’s role in the lean manufacturing process
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Integrated R&D – Manufacturing – - Service - Supplier involvement during new product start-up
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Supplier “Smart Carts” – Combine Just-in-Time inventory with Poke-Yoke
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Poke-Yoke Fixtures utilized throughout production line.
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Mature 5S layout – Discussion of the evolution of the 5S Program.
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Mature Kanban Processes used through facility
Tour limited to first 30 delegates.
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SYMPOSIUM INFORMATION
Location: Anaheim California is the home of the original Disneyland® --- and you will be staying in the heart of it at the new Disney Paradise Pier® Hotel.
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Orange County's best-known attraction is, of course, The Disneyland® Resort, which includes Disneyland® Park and Disney's California Adventure .
When it comes to fun-filled days and entertaining nights, look no further than these attractions! Take a short walk or monorail ride to Downtown Disney®
offering unique shopping and dining as well as nighttime excitement and activity. From AMC Theatres® to House of Blues® to ESPN Zone®, the
Downtown Disney® District, located just outside the Theme Parks and near the hotels of the Disneyland® Resort, offers something for every member of
your family from morning until after midnight.
Hotel: Disney’s Paradise Pier® Hotel - Celebrate the carefree California lifestyle found in this high-quality hotel, overlooking Paradise Pier in Disney's
California Adventure™ park. The contemporary rooms, 3rd floor rooftop pool, great dining and amenities are all in one convenient tower with exceptional
views of the Disneyland® Resort.
Hotel Reservations: You are responsible for making room arrangements directly with Disney’s Paradise Pier® Hotel Reservations Department - phone,
(714) 520-5005, fax (714) 520-6079 or e-mail dl.travel.group.reservation.sales@disney.com. Request the ASQ group rate ($134.00 per night) The
group rate is available on a first come-first serve basis – so register early --- no later than January 8, 2006. You can take advantage of the ASQ group
rate 3 days prior and/or 3 days following the Symposium.
Travel to the Hotel from John Wayne Airport: Take I-5 north. Exit on Katella Avenue and turn left. Then, to go to Disney's Paradise Pier® Hotel,
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continue on Disneyland Drive, staying in the far two right lanes past Disneyland® Hotel. The hotel entrance is located on the right at the 2 traffic signal.
Symposium Fee: Early Bird Registration: Register for the CSD Symposium by December 15, 2005 and save $100 over the advance registration cost!
Advance registration (before December 15, 2005 is $695 for the 2-day Symposium. After December 15, 2005, registration is $795 Symposium cost
includes the Tuesday evening networking reception, the 2-day Symposium with continental breakfast and lunch, and a Wednesday evening
entertainment/dinner at Disneyland® park’s famous Golden Horseshoe Saloon.
Tutorial Fees: Registration fees are outlined on the Registration Form (back page.) After December 15, 2005, registration fees increase. Tutorial fee
includes the technical session, tutorial materials, continental breakfast and lunch. Please note that the tutorials run concurrently, so select one each day.
Wednesday Night Group Dinner Adventure: Join us for more of the Disney® magic as you join us for a team-building event in Disneyland® park
followed by dinner and a show at the Disneyland® park’s historic Golden Horseshoe Saloon! It is the rootin-est, tootin-est party in all of Frontierland!
Symposium/Tutorial Substitutions and Cancellations: Has your schedule changed, and you can’t make the symposium? Don’t worry. Your
registration is completely transferable. Substitutions can be made at any time without paying an additional fee. If possible, please let us know prior to the
symposium so that nametags can be correct and materials can be prepared in advance. If it is not possible to secure a substitute, and you need to
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cancel your registration, please do so in writing on or before December 30 . If you cancel on or before this date, you will receive a full refund. Written
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requests for cancellations received between December 31 and January 25 will receive a refund less a $100 cancellation fee. No refunds will be given
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for cancellations received after January 25 . Please address any requests for refunds to Linda.Garriz@alconlabs.com or mail to Linda Howe Garriz, c/o
Alcon Laboratories, Inc. 15800 Alton Parkway, Irvine, CA 92618.
CSD Guarantee: Customer satisfaction is our goal. If you are not satisfied with the content of this symposium or any tutorial, we will gladly apply your
fees to another year’s CSD symposium, conference, tutorial, or workshop. Send requests in writing by February 28, 2006, to Linda Howe Garriz, c/o
Alcon Laboratories, Inc. 15800 Alton Parkway, Irvine, CA 92618.
3C Dress Code: Casual, Comfortable, and Customer-focused. Learning requires comfort. You’re the customer and you know best what makes you
feel comfortable.
Get Credit For Attending: ASQ members earn one Recertification Unit per full day for the symposium and pre-conference tutorials. ISM members
earn up to 0.8 Continuing Education Hours per day.
On-Site Book Orders: Stock up on the books you need at special conference rates. Meet some of the authors who will be participating in this event.
Special Needs: If you have any needs that require special attention, please let us know when you register or contact Linda Howe Garriz at
Linda.Garriz@alconlabs.com.
Photo Release: From time to time, we use photographs of participants in our Division materials. By your attendance, you agree to the possible use of
your photograph in CSD materials. Thank you, in advance!
CSD Business Meeting will be held Saturday morning, February 4, 2006. This meeting is an opportunity to become better informed about the Division
and become more involved. We will be in the Big Sur Room of the Paradise Pier® Hotel. A free Continental Breakfast will be provided.
Symposium Updates: check the CSD Website at www.asq.org/cs , call ASQ at (800) 248-1946 or contact Linda Howe Garriz at (949) 753-6400 or at
Linda.Garriz@alconlabs.com.
Registration Information
You may register in one of the following ways:
1. Secure on-line registration is available through the conference website at: www.asq.org/cs. In order to use this on-line option, you must be
prepared to pay by credit card using Visa, MasterCard, Discover, or American Express. Your credit card will be charged the appropriate amount as
soon as you submit your registration. You will immediately receive e-mail confirmation that your registration has been received and that your
charge has been processed along with other important information regarding the conference.
2. Register via fax by completing the form on the back. In order to submit a registration via fax, you must complete the form with credit card
information and a signature. Registration forms that are faxed without sufficient payment information will not be accepted. Please fax completed
forms to (415) 276-2399.
3. Mail your completed registration form along with a check or credit card information to ACTEVA 1 Bush St. San Francisco, CA 94104.
4. Register via phone. Call (866) 462-2838, 6:00 a.m. – 5:00 p.m. Pacific Time.
Fees are payable in U.S. currency, either by personal or company check, traveler’s checks or cashier’s check, or by credit card. (The conference
accepts VISA, MasterCard, Discover, and American Express.) Please make checks payable to ACTEVA 1 Bush St. San Francisco, CA 94104. Once
you have registered, you will receive a confirmation by email. Please review this e-mail to confirm that it reflects your intentions.
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2006 Customer Supplier Division Symposium
Early Bird Registration: Register for the CSD Symposium by December 15, 2005
and save $100 over the advance registration cost!
Please print clearly or type
Registration Information
PRE-SYMPOSIUM SESSIONS - JANUARY 31, 2006
Designing Effective Customer Satisfaction Surveys (Israel)
___________________
ASQ member #
___________________________________
First Name for badge
_________________________________________________________
Name (last)
First
_________________________________________________________
Company name
_________________________________________________________
Title
_________________________________________________________
Street Address (Home/Business – circle one)
____________________________________
City
_____________________
Zip/postal code
___________________
State/province
_______________
Country
________________________
Phone
_______________________________
Fax
_________________________________________________________
E-Mail
___________________________
Guest Name (first)
____________________________
(last)
Implementing A Supplier Management Program
(Garriz)
Pack Leadership
(Hacker)
By 12/15/2005
$295
after 12/15/2005
$345
Plant Tour – Alcon Laboratories Lean Supply Chain
Includes transportation and lunch (Tour limit – 30 attendees)
By 12/15/2005 $145 after 12/15/2005
$195
PRE-SYMPOSIUM EVENT SUBTOTAL $_______________
POST-SYMPOSIUM EVENTS - FRIDAY, FEBRUARY 3, 2005
Disneyland® Park– Two hour Behind the Scenes Plant Tour
Includes Continental Breakfast (Tour limit – 50 attendees)
See how Disneyland® park manages suppliers and customer satisfaction!
By 12/15/2005
$75
after 12/15/2005
$125
Team Park Challenge
Build the “Best Disney Theme Park”– Facilitated by the Disney Institute
Includes lunch (Limit - 50 attendees)
By 12/15/2005 $145 after 12/15/2005
$195
Tickets to Disneyland® park or Disney’s California Adventure
Payment Information
____Check enclosed Check #___________________
(make payable to: ASQ Customer-Supplier Division)
Please charge my:_____Visa ______MC______Amex ______Discover
__________________________________ _______
_____/___/____
Credit card #
CVC code Expiration date
_________________________________________________________
Cardholder name
by 12/15
$45.00
$60.00
$85.00
$30.00
1-day Adult (either Park)
1-day Adult Park Hopper®
2-day Adult Park Hopper®
1-day Adult Twilight
Bringing Your Family? – Get Group Rate Tickets:
$795
SYMPOSIUM SUBTOTAL $______________
CSD BUSINESS MEETING – FEBRUARY 4, 2006
Yes, I would like a free Continental Breakfast and I will be attending
the CSD Business Meeting on Saturday morning!
by 12/15
$45.00
$35.00
$60.00
$50.00
$85.00
$65.00
$110.00
$85.00
$30.00
1-day Adult (either Park)
1-day Child 3-9 (either Park)
1-day Adult Park Hopper®
1-day Child Park Hopper®
2-day Adult Park Hopper®
2-day Child Park Hopper®
3-day Adult Park Hopper®
3-day Child Park Hopper®
1-day Twilight
Two-day Registration Includes Tuesday evening Networking
Reception, Wednesday Evening Team Event, and Dinner Extravaganza
at Disneyland® park Golden Horseshoe Saloon!
after 12/15/2005
after 12/15
$48.00
$65.00
$90.00
$32.00
ADDITIONAL PARK TICKETS
SYMPOSIUM REGISTRATION – FEBRUARY 1-2, 2006
$695
park
POST-SYMPOSIUM EVENT SUBTOTAL $_______________
_________________________________________________________
Signature
By 12/15/2005
TM
after 12/15
$48.00
$40.00
$65.00
$55.00
$90.00
$70.00
$115.00
$ 90.00
$32.00
ADDITIONAL RESORT TICKET SUBTOTAL $_______________
TOTAL SYMPOSIUM FEES
Four Ways to Register:
On-line:
Mail your completed form to:
ACTEVA 1 Bush St.
www.asq.org/cs
San Francisco, CA 94104
Fax your completed form to:
415-276-2399
$_______________
Phone in your registration to :
(866) 462-2838
6am – 5 pm Pacific Time
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